Oh boy. I'd escalate and see where it gets you. We were thinking of Baldwin hardware but went with Schlage for doors. Good luck. I hope the product is amazing when you get it that you just forget about the whole cs issue, but never order from them again.

I am dealing with a local retailer, so it's kind of like talking to a brick wall. And I had to pay for it up front, so I'm asking for a refund, and they're saying they're only going to give me back 75%.

I did reply back to the local company that I'm not buying that they are so far into my order that it's now considered a return, because the shipping date is still more than a month away. And I asked them if the company was really willing to risk their reputation for $30.

Call your credit card company and tell them what is going on, that you want to contest any charges to this company. You haven't received your order, you don't want to wait and you want a refund on the card. I don't think you even have to mention the restocking fee. Just say you want to cancel the transaction and let the credit card company handle it.

The credit card thing works. I did it but it was a lot of work. Mine was for 4 K. It was worth it.

Can you contact Baldwin directly?

How much time do you think it will take to find new hooks and a doorbell and to order and get those? Is it worth a couple extra weeks And effort to make a point? It might be, but it's something to consider.

Contacting Baldwin might put some pressure on the local store. I'd ask for a discount on the current order because it's so late. Having the credit card company cancel the transaction works. I've done it but for larger amounts of money.

But I agree with palimpsest. Personally, I wouldn't go through all this trouble to make a point. I would just tell everyone I know to not shop there.

That's ridiculous. How can they charge a "restocking fee" when there is nothing to restock? They just want to keep your money.

I have to say we purchase 3 door handles and we took them all back to go with Baldwin. The heavy quality was evident.

Did you speak to a boss? If not, you need to go to the highest level of management.

if they have a Facebook page, post your experience on it. (It might be quickly deleted but someone will see it.)

ML

I would also contact the credit card company to see what you're alternatives are. I can understand canceling even if it takes as much if not more time to find new ones because now it's the principle of it, in other words they care more about getting 120.00 than treating a customer fair. After it's said and done, I would also post about the company on yelp and google to warn others. I really hope it works out for you.

Agree with Pal. But thanks for posting. I had ordered Baldwin entry sets and deadbolts with a less common (apparently) keying option; I had to wait quite a bit for the order online as they had to make them, and after I paid to have them installed, I realized they sent the wrong version. With all the other stuff going wrong with the reno, I had forgotten they were supposed to send correct replacements that would take weeks - but its been probably 3 months. Gotta call them Monday. Sheesh.

"I am dealing with a local retailer, so it's kind of like talking to a brick wall. And I had to pay for it up front, so I'm asking for a refund, and they're saying they're only going to give me back 75%.

I did reply back to the local company that I'm not buying that they are so far into my order that it's now considered a return, because the shipping date is still more than a month away. And I asked them if the company was really willing to risk their reputation for $30."

You GO amberm! I guess 75% is better than nothing, but I like your gumption!! I would consider calling (or at least offering that you plan to call) the local Consumer reporter and asking him/her to make visit and put this local retailer and their inability to provide excellent customer service on the air! I bet that $30 bucks will get back into your pocket.

Does your order / invoice have some information to be helpful? Have you contacted the manufacturer?? I would do that as well.

BTW, if this were my situation, there is no way I would want that stuff on my door or even under my roof. I'd be looking for something else, and if possible I'd let anyone going in that retailer that they are not reliable.

quality is worth is and what is one month when you've gone thru the worst. Also, it will take a month to find suitable replacements as nice as Baldwin

Hi amberml145,

We're sorry to hear about your unsatisfactory experience purchasing Baldwin Hardware from your local showroom. If you would please send an e-mail to marketing@baldwinhardware.com with your contact info, we can put you in touch with our customer service team and see what we can do to fix the issue.

Thank you!

As an update, I informed the store that the restocking fee was absurd, and I've been told they've cancelled the order and I'll get a full refund. I don't actually have that yet, but I've been away and haven't chased it.

Take a look at this and see if it applies.... read the general re what is covered and then scroll down to what you must do if you cannot ship on time --- for future reference. I had to use it once.